Branch Operations Manager

MAIN RESPONSIBILITIES

Operational Management

• Oversee and manage all branch operational activities, including administration, service delivery, and logistical support.
• Implement operational policies, procedures, and service standards to ensure consistent performance and customer satisfaction.
• Monitor branch performance against key operational and financial KPIs, taking corrective actions where necessary.

Team Leadership & Development

Customer Service & Relationship Management

Compliance & Risk Management

Financial & Resource Management

Skill Level Required :

To excel in this role, a candidate should possess mid-to-senior level expertise in operational service excellence and branch operations. Excellent communication and interpersonal abilities is key to ensure desired management styles and collaborative work outcomes. They should demonstrate strong knowledge of Insurance operational policies, compliance regulations, and risk management. Leadership skills and strategic thinking are essential alongside problem solving and decision making skills.

Requirements

�    Familiarity with managing Branch operations services and performance metrics.

�    Oversee overall branch operations from HQ to all the branches nationwide.

Identify process efficiencies within current process and infrastructure to drive efficiency gains and productivity.

Education : - Bachelor's degree in Business Administration, Finance, Management, or related field.

�       Minimum 5–7 years of experience in branch or operations management, preferably in banking, insurance.

Highly organized and detail-oriented with strong time management skills

Basic design skills with knowledge of tools like Canva or Adobe Creative Suite a plus

Ability to multitask and thrive in a fast-paced environment

Job Dimension and KPI

�     Operational efficiency metrics (e.g., turnaround time, converting manual processes to efficient process).

�     Ensure achieve individual's qualitative and quantitative target.

�     Ensure company's service level standards are met.

�     Provide service excellence

�    Compliant with Company's and regulator's rules and Guidelines

Experience

Proven experience in managing overall branch operations and service excellence to support the business.

Key Skills

�     Operational Excellence – Strong process management and efficiency orientation.

�     Leadership & Team Management – Ability to inspire and guide teams to achieve goals.

�     Customer Focus – Commitment to delivering high-quality customer service.

�     Analytical Thinking – Ability to understand systems and structures to recommend appropriate solutions, interpret data and make informed decisions.

�     Adaptability – Comfortable working in dynamic environments with evolving priorities.

Benefits

Benefits